What Leaders Are Getting Wrong About Hiring, CX, and Systems — and What Actually Works

* Why are leaders the last to know what's actually broken — and is "eating your own dog food" the fix they keep skipping?

* When a corporate policy creates chaos for both customers and frontline employees, who has the authority to override it — and what happens when someone finally does?

* Are your efficiency metrics quietly killing the repeat business that funds your entire operation?

* What does a hiring process optimized to fill today's role cost you when it comes to building tomorrow's leaders?

* When JetBlue planes were frozen on the tarmac in 2007, one manager defied corporate guidance to do right by stranded customers — was it the wrong call or the only call?

Guest Info:

* Magnus Cole

* magnuscole.one@gmail.com

* Director of Airport Innovation

* LinkedIn: https://www.linkedin.com/in/magnus-cole-05789a4/

Born in Pittsburgh, PA and the youngest of five, Magnus earned his BA from Loyola Marymount University and his MBA from Dowling College. He is an innovative, people-centered aviation leader with more than three decades of progressive experience spanning airport operations, customer experience, innovation strategy, regulatory compliance, and large-scale team leadership.

Magnus is known for building safe, inclusive, and high-performance cultures while driving operational excellence and delivering creative solutions that enhance customer experience and organizational efficiency. He has lead cross-functional teams, developed future leaders, managed multimillion-dollar operations, and built partnerships with airports, government agencies, and a wide span of Aviation stakeholders.

He is a proud husband to Sonja and father to Miles and Max.

Host Info:

JP Dumas, former CX executive

* LinkedIn: https://www.linkedin.com/company/cx-growth-strategies-llc

* Facebook: https://www.facebook.com/Confessionsofacxexec